The hard part is done—the decision to transition to work from home as a staffing strategy to a work strategy—and we know it works!

With cloud-native communications platforms, enterprises don’t have to tie themselves to legacy telecom carriers that could limit their autonomy, flexibility and variety of services.

The future of enterprise communications rests on improving employee and customer experience. This means breaking down barriers between the contact center, organization, and outside world.

Given the last eight months of global turmoil, it’s easy to forget that contact centers already had a long list of compelling reasons to change.

Some of the key differences between cloud and premise are blurring as vendors offer (and downright encourage!) purchase models based on subscription pricing.

Enabling human agents is a perennial challenge in the contact center industry, particularly in terms of supporting the need for remote working without compromising productivity.

As expectations continue to evolve, and technology advances at an increasingly fast pace, the one constant contact center leaders need to prepare for in 2020 is further change.

One good option for real-time communication in the CC is a “Help” queue.

If you don’t know the specifics behind the metrics and conversations going on within your company, it’s hard to make a quality plan to move your goal forward in the most effective way...

Audio technology purchases for confidential environments, such as those in the financial services industry, are not a simple decision and can’t be treated as a mere add-on to a network.

Businesses need to adopt a holistic view of their practices to improve health and productivity.

Special hearing needs can present an obstacle to performance in the contact center, since many hearing aids are incompatible with advanced audio technology.

Sophisticated device management platforms can also provide detailed visibility of both active and inactive devices, and produce reporting on device usage, allowing businesses to better manage...

Create opportunities for more transparency and communication, as well as an employee community for enhanced collaboration, so work becomes more meaningful and interactive.

Almost three-quarters (72%) of the respondents named this as the top criteria for deciding upon a headset brand.